Desktop Support Engineer

Description

AES Drilling Fluids is seeking a fully on-site, motivated Desktop Support Engineer to provide responsive customer-focused technical support to employees across office, warehouse, field, and remote work environments. This role is ideal for an IT professional who enjoys troubleshooting, supporting day-to-day business operations, and continuing to grow their technical skills in a professional enterprise IT setting. The Desktop Support Engineer will assist users with desktops, laptops, Microsoft 365, business applications, printers, mobile devices, user accounts, endpoint access, and other common technology needs while working closely with senior IT team members.

 In this position, the Desktop Support Engineer will gain exposure to endpoint management, networking, cybersecurity, identity management, operational systems, and enterprise IT projects that support AES business operations.

 RESPONSIBILITIES: 

· Provide Tier 1/Tier 2 technical support to AES employees by phone, remote support tools, ticketing system, and in person.

· Support AES office, warehouse, field, and remote users with desktop, laptop, printer, mobile device, and peripheral issues.

· Troubleshoot Windows desktop and laptop hardware and software issues in accordance with AES standards.

· Support Microsoft 365 applications used at AES, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.

· Assist users with password resets, account access, multifactor authentication, Active Directory, Microsoft Entra ID/Azure AD, SSO, and other authentication issues.

· Install, configure, deploy, and replace AES desktops, laptops, monitors, docking stations, printers, mobile devices, and peripherals.

· Prepare computers and other technology for AES new hires using approved images, standards, asset tags, and deployment procedures.

· Assist with AES employee onboarding, offboarding, equipment returns, access changes, and workstation setup.

· Install approved applications and assist with AES business application and productivity software issues.

· Troubleshoot basic network, Wi-Fi, VPN, printing, remote-access, and connectivity problems for AES users and locations.

· Support smartphones, tablets, and other company-approved mobile devices used by AES employees.

· Assist with AES conference-room, Webex, Teams, audiovisual, and collaboration technology.

· Create, update, and accurately document incidents and service requests in the AES IT ticketing system.

· Follow established troubleshooting procedures and escalate complex issues to senior AES IT personnel, infrastructure teams, security resources, or vendors when appropriate.

· Maintain accurate AES hardware inventory and assist with equipment lifecycle management, refreshes, and asset tracking.

· Follow AES IT security policies and established procedures when handling user accounts, equipment, confidential information, and company systems.

· Create and update AES technical documentation, knowledge-base articles, and user support procedures.

· Assist senior IT personnel with AES technology deployments, upgrades, endpoint refreshes, system changes, and IT projects.

Develop technical knowledge through hands-on experience, training, mentoring from senior AES IT team members, and exposure to the company’s operational technology needs. 

Requirements

· 3–7 years of professional IT support experience, preferably supporting office, warehouse, field, or multi-location business environments.

· Working knowledge of Windows 11 desktop and laptop support.

· Familiarity with Microsoft 365 applications commonly used at AES.

· Basic understanding of computer hardware, operating systems, printers, mobile devices, docking stations, and peripherals.

· Basic understanding of networking concepts such as IP addresses, Wi-Fi, VPN, DNS, DHCP, remote access, and printer connectivity.

· Ability to follow AES IT security, confidentiality, asset-handling, and acceptable-use procedures.

· Strong interest in troubleshooting, learning new technologies, and supporting business-critical operations.

· Good written and verbal communication skills with the ability to support users at all levels of the organization.

· Strong customer-service skills and a professional attitude when assisting AES employees.

· Ability to follow documented procedures and accurately document work performed.

Ability to manage multiple support requests, prioritize business needs, and ask for assistance when appropriate.